10-POINT CHECKLIST: CHOOSING THE RIGHT

Experts at Making Your inContact
Installation Worry-Free

Our Professional Services team members are experts at
configuring and customizing your new inContact system. But
their real goal is to make sure your installation is a worry-free
and - dare we say - wonderful experience.

The Next Revolution: Cloud Computing

CLOUD SECURITY CHECKLIST

IT faces a dynamic environment of security threats. To trust your contact center in the cloud, you need a provider that meets the highest security standards. Ask these questions to evaluate security, reliability, and performance for your cloud contact center.

Vaspian Partners with Beam for CTI Module Call Service

A simplified phone system helps in achieving simplified and smooth business operations. Vaspian is a Hosted Telephony Provider delivering telephone and internet and hosted solutions for small and mid-sized businesses.

Recently Vaspian signed an agreement with Beam Software, a company specializing in debt collections, recovery and debt purchasing software. The deal will allow the company to now launch the CTI Module, which integrates Vaspian's cloud based telephone system with Beam Software's debt management and collection software platform.

Debt purchasing has its own set of intricacies. Beam helps companies efficiently handle their current and future needs through its debt management and collection software platform that combines collections, recovery, outsource vendor management, debt purchasing and performance auditing software. Integration of this software with Vaspian’s cloud telephony system will help save time and money, says the company.

"One of significant features of this technology is its ease of use," Thomas Mohr, chief executive officer, Beam Software said in a statement.

"Through our partnership with Vaspian, we have given collection agents a substantial opportunity to more effectively work accounts by saving time, reducing key strokes and being more compliant," added Thomas.

The CTI (News - Alert) Module allows Beam subscribers to be notified upon answering an inbound call and automatically pops the consumer's account on the Beam user's desktop as the telephone call is answered. It also provides Beam users with "Click-to-Dial" functionality, which allows collection agents to simply click on the consumer's telephone number to have their handset go off-hook and automatically complete the call.

"Both tools will help save debt collection agencies time and money," said Greg Schreiber, vice president of Business Development, Vaspian.

"More importantly the integration of this software will provide our customers with a competitive advantage and intuitive features that help simplify an ever changing business, especially in the area of regulatory compliance," Schreiber added.

LiveOps Secures Patent for Pivoting Across Multiple Channels
Companies around the world use LiveOps platforms to control communications within their contact centers and provide better service to their own customers. When dealing with multiple channels such as voice, video, text, email, and social media, part of good customer service means being able to switch between one contact mode to another flawlessly. This is the impetus behind the latest LiveOps patent which allows it to pivot a customer along synchronous and asynchronous channels.
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DirecTV Missoula Call Center Announces 90 New Jobs
DirecTV recently announced its plan to hire 90 additional agents at its call center in Missoula County, Montana. The Missoula DirecTV Call Center services incoming calls from around the world, providing customers with answers to their questions, technical support and other customer service needs. After gradual expansion since its opening in 2006, the facility currently operates with about 800 employees and partially serves DirecTV's 20 million-plus subscribers.
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Outsourcing Works, But Needs to be Carefully Monitored
In times of economic downturn, organizations have looked to outsourcing as a means of cost savings by reducing scope and restructuring of employee overhead and being able to pay employees lower wages in countries where it otherwise would be acceptable.
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